Program Director, VoC Insights

Anticipated End Date:

2025-12-23

Position Title:

Program Director, VoC Insights

Job Description:

Program Director

Location: This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Alternate locations may be considered if candidate resides within a commutable distance from an office.

At Elevance Health, we simplify healthcare and improve lives. The Program Director, VoC (Voice of Customer) Insights orchestrates our enterprise VoC operating system to reduce Consumer Effort across calls, chat, and digital service interactions. You’ll run a disciplined, cross-functional VoC Command Center, manage analysis and prioritization, coordinate delivery with VoC/Analytics and platform owners, and convert findings into sequenced actions with measurable business impact.

The Program Director, VoC (Voice of Customer) Insights will be focused on alignment, governance, cadence, and realization - while partner teams execute analytics, platform configuration, and engineering work. You’ll align a broad, cross-functional coalition spanning the entire Enterprise across business units and functions (e.g., Service Operations, Product, Clinical, and many others) to turn member signals into action.

How you will make an impact:

• Directs the development, planning, prioritization, approval, implementation and compliance of VoC cadence: leads 3x weekly Command Center (hotspots → root cause → owners/ETAs → risks/asks → benefits tracking) and publishes a crisp Executive VoC Brief (weekly) with trends, decisions needed, and status to target.
• Establishes program governance when needed to assure response to issue escalation; develops program budget and ensures program meets its stated objectives.
• Owns intake, prioritization, and roadmap: operates a transparent intake for issues, hypotheses, and requests; apply impact/urgency/effort/risk scoring and maintains the VoC backlog/roadmap aligned to AIP Consumer Effort and enterprise priorities.
• Provides subject matter expertise in response to day to day business issues; researches applicable subject matter practices; and remains aware of industry trends.  
• Coordinates analytic and platform work: partners with VoC and Analytics teams to commission, interpret, and apply analyses (e.g., text/speech analytics, driver, and journey analyses) that identify effort reduction opportunities, sequences and coordinates requests with VoC program and platform owners (dashboards, alerts, closed-loop workflows) and manages change control, go-live readiness, and integration of analytics outputs into daily and weekly Command Center routines.
• Develops communication documents and training criteria related to external client facing program success measures.
• Develops documentation to support meeting presentations and the tracking and reporting of the program's success.
• Translates insights into action: converts findings into short action charters (scope, owner, milestones, measures) and facilitates 2–4 week sprints across stakeholder teams; verify readiness, socialize playbooks, and ensure adoption.
• Provides leadership to program managers and project managers.
• Typically reports to an executive and partners with Analytics to forecast and validate outcomes: track benefits and residual risk.
• Program directors typically manage external client facing programs that require managing activities and resources of multiple departments or business areas of the organization.

Minimum Requirements:

Requires a BA/BS and minimum of 10 years experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background. MBA preferred. Project management certification (PMP) preferred.

Preferred Skills, Capabilities, and Experiences: